Partner Account Manager

About Job

As a Partner Account Manager, you are the day-to-day owner of a portfolio of payroll and EOR partners. You bring new partners into the network, guide them through onboarding and the critical early hypercare period, stabilise them into business-as-usual, and then keep them performing.

You're equal parts relationship manager, project driver, and operator. You know your partners' strengths and gaps, you spot problems before they reach a customer, and you're the person both sides trust to get things moving. You work closely with Partnerships, Operations, Legal, Finance, and Support to keep your portfolio healthy and growing.

Responsibilities

Partner sourcing

• Identify and qualify new payroll and EOR partners in target markets, working with Partnerships and Legal to assess fit, capability, and coverage gaps.

• Run early evaluation and due diligence — service scope, country coverage, compliance posture, commercials — and build the case to bring a partner on board.

• Maintain a healthy pipeline of vendors so we have coverage ahead of demand, not behind it.

Onboarding → hypercare → stabilisation → fully functional

• Onboard new partners with a structured plan: contracting handoffs, system access, process alignment, data exchange, and clear go-live criteria.

• Lead hypercare through the high-touch early period after go-live — tight monitoring, fast issue resolution, daily/weekly check-ins, and rapid feedback loops until the partner is operating reliably.

• Stabilise the relationship by closing process gaps, tightening handoffs, and reducing manual intervention until the partner reaches steady-state quality.

• Transition to fully functional by defining the BAU operating rhythm, documenting the playbook, and confirming the partner can run without elevated support.

Partner performance management

• Own ongoing performance against agreed SLAs and KPIs — accuracy, timeliness, compliance, and responsiveness — using RYG scorecards.

• Run regular business reviews with your partners, surface trends, and drive corrective action where performance slips.

• Manage escalations end to end, coordinating across internal teams to resolve issues before they reach the customer.

• Keep partner data, cases, and records clean in Salesforce and Zendesk so performance is visible and reporting is trustworthy.

• Be the voice of your portfolio internally — flagging risk, capacity, and opportunity to the Partner Operations leadership.

Skills & Qualification

• 3–5+ years in account management, partner/vendor management, customer success, or operations — ideally in payroll, EOR, PEO, HR tech, or a global services environment.

• A track record of managing relationships and projects end to end, with real ownership of outcomes.

• Comfort running structured onboarding and a steady hand during high-pressure hypercare periods.

• Familiarity with SLAs, KPIs, and scorecard-based performance management.

• Hands-on experience with Salesforce and a support platform such as Zendesk.

• Strong communication and stakeholder skills — equally credible with external partners and internal teams.

• Organised, proactive, and calm under escalation; you chase the detail and close the loop.

• Exposure to global payroll mechanics or EOR/in-country compliance.

• Experience working across APAC, EMEA, and NAMER/LATAM time zones.

• A background in a high-growth scaleup where you've helped build process from scratch.